ComplaintsforGainesville Discount Furniture & Mattress Warehouse

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachments for details

  Business response

  11/16/2023

  ****** ***** purchased a special order reclining loveseat and recliner chair on 9-3-2023.   We did not have reclining loveseat or chair in stock, so we had to place a special order for ******.  We explained to ****** that we had to order the sofa and we would call him as soon as it arrived so he could pick it up in his truck.  He wanted the living room set and understood we were placing this order specifically for him.  Since this was a set we normally do not keep in stock (special order only), we agreed to order the furniture for him once it was paid for. Our special order policy is “All Sales are Final, All Deposits are Final, No Refunds, No Returns.”  This policy is posted numerous places in our store (right next to the check out area, next to credit card machine) and printed on all credit card receipts.  Before the transaction we explained this policy again and ****** agreed to our policy.   We processed his credit card and ****** signed the credit card slip.  On the credit card receipt it reads, “All Sales are Final, All Deposits are Final, No Refunds, No Returns.” Once again, we went over our policy verbally with ****** and he agreed to this policy and signed the credit card receipt with our policy clearly printed on the bottom of the receipt.  We then ordered the living room set for ******.  His set arrived 8 days later on 9-11-2023.   We called ****** a few times and left two voice messages.  We have not received a call back, but would like to remind ****** his living room set is in our warehouse ready for pickup.  
  
  On his dispute, ****** mentions his order was not received by the promised date.  ****** was Never given a promise date and there is not a mention of a promise date on his receipt.  ****** also mentions he canceled his special order, but we have not received any cancelation notice from ******. We have tried very hard to help ******, by placing a special order living room set we normally do not carry for him, rushing the delivery to our store, and calling him multiple times and leaving messages to let him know that we have his order ready for pickup.  We have an All Sales are Final-No Refunds Policy, which is also written on ******’s invoice which he also read and signed with his signature.   We did what we promised and we am sorry if ****** has changed his mind. We still have ******’s living room set order stored in our warehouse ready for him.
  
  Please help as we have done exactly what we promised and have been more than fair and patient with ******. Thank you for your understanding.

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